Service Coordinator- Des Moines

Marick Mechanical; Des Moines (IA); On-site; USD 36,000 - 48,000; Full time

Job summary

Marick Mechanical seeks a Customer Service Representative to handle intake of customer information and coordinate with technicians to ensure proper close-out of service calls.

Responsibilities include answering calls, reviewing service history, creating and closing work orders, updating notes, and using portals and GPS reports to support timely onsite work.

Qualifications

• 3 years of customer service in a sales/office/corporate setting.
• High School diploma or GED required.
• Construction/Mechanical/Service industry experience preferred.

Responsibilities

• Answer phone calls for customer service requests and provide timing for technician arrival onsite.
• Reference client service history to verify authorization, credit, and COD status.
• Work within customer portals to provide quotes and perform follow-up calls.
• Create, open, assign, and close work order requests.
• Provide real-time updates via notes in each work order and client portals.
• Review technician descriptions for literacy and accuracy and perform visit reviews.
• Coordinate with technicians to ensure proper close-out of service calls before dispatch.
• Use GPS tracking to run reports and generate system reports as needed.
• Dispatch technicians per department and skills.
• Provide updates on parts ETA and maintain service job lifecycle in the software.

Skills

Customer service

Teamwork

Multitasking

Attention to detail

Education

High School Diploma or GED

Tools

MS Word

MS Excel

Outlook

Job description

Overview: The Customer Service Representative’s responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in "Real-time" to complete close out process to help maintain the quality of services to our customers.

Responsibilities:

• Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite
• Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies
• Work within customer portals to provide quotes and perform follow up calls with customers
• Create, open, assign, and/or close work order requests
• Real time updates via notes in each work order description and various client portals
• Review technician descriptions on completed work orders for overall literacy, grammar, and spelling, perform visit reviews
• Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call
• Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required
• Dispatch technicians to calls in line with their department and abilities
• Provides updates on parts ETA
• Own and maintain service job life cycle within our utilized software

Requirements/Qualifications:

• 3 years of customer service experience in a sales/office/corporate setting
• High School diploma or GED
• Construction/Mechanical/Service industry experience
• Ability to work as a team player
• Ability to multitask in a fast-paced environment
• Attention to detail and organization
• Proficiency in Microsoft Word, Excel, & Outlook

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Marick Mechanical’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.